Information Technology Intern

The IT Intern provides frontline technical support to end users by assisting with the installation, configuration, maintenance, and troubleshooting of desktop computers, peripheral equipment, and software applications. This role supports IT projects and daily operations by delivering excellent customer service, documenting technical issues and resolutions, and ensuring timely completion of assigned tasks. The IT Intern works closely with team members and end users in a networked environment to diagnose and resolve technical problems, follow established procedures, and maintain accurate records of support activities while gaining hands-on experience with information technology systems and support practices.

Qualifications

Required:

• High School Diploma or equivalent
• Must be pursuing a degree in IT (Computer Science, Networking, Cybersecurity, etc), Nursing, or Nursing Informatics related fields.
• Strong communication and customer service abilities.
• Experience with PC's and peripherals
• Must be proficient with computers, typing, and willingness to learn necessary computer skills and software.
• Valid driver's license with clean driving record required if position requires traveling to different facilities.

Preferred:

• Associate's Degree or Bachelor's Degree in IT (Computer Science, Networking, Cybersecurity, etc), Nursing, or Nursing Informatics related fields.
• Technical certifications
• Experience in maintenance, troubleshooting and upgrading of computer equipment
• Experience and technical knowledge of modern Microsoft operating systems, Active Directory, networking fundamentals, and hardware components.
• Experience in a networked environment, enterprise environment, or healthcare setting.

Responsibilities

Depending on the focused need of the role and projects the Intern would be assisting with, the responsibilities may fall into the category of technical support, application support, or a more specialized technical nature, depending on the skillsets of the candidate and project work needing to be performed.

• Documents issue specifics, resolution activities, procedures, system changes, and incident outcomes, ensuring accurate ticketing and project tracking through final resolution.

• Delivers professional, courteous support to all users, including remote and on-site staff, and team members.
• Assists with quality priorities and goals to ensure continuous improvement.
• Identifies cause and/or eliminates unrelated factors; applies logical trouble shooting procedures.
• Uses appropriate departmental project management tools, such as Eclipse, SharePoint issues lists, Freshworks, etc.
• Escalate complex problems to senior or specialty teams as needed.
• Develops understanding of project management methodologies including planning, scope definition/documentation, timeline development, dependency consideration, staffing, project structure and status-ing/issue management.
• Helps to maintain systems in an operational readiness state and identifies enhancements to help end user efficiencies.

Technical Support-Focused Intern Responsibilities:

• Troubleshooting of workstations, laptops, printers, peripherals, and mobile device issues.
• Supports standard operating systems and common enterprise applications (Windows, Microsoft 365, browsers, common applications).
• Installs, configures, and updates software on end-user devices.
• Images and deploys laptops/desktops using standard workstation imaging tools.
• Troubleshoot of network connectivity issues (Wi-Fi, LAN, VPN).
• Escalates unresolved issues to Desktop Support staff or specialized teams when required.
• Maintains, troubleshoots, and repairs computer systems, hardware and computer peripherals as well as network maintenance and administration.
• Effectively utilize technical abilities to troubleshoot and diagnose issues, ranging from physical computer and printer issues, to network, server, and application issues.
• Ability and willingness to learn new technical skills and responsibilities, and keeping up to date on technological changes in the field.
• Ability to carry or team lift heavy equipment at times, such as a UPS battery backup or large laser jet printer.
• Leveraging specialized skills of the applicant for related project-specific work.
• Other duties as assigned or required.

Application Support-Focused Intern Responsibilities:

• Responsible for implementation and support of EMR and ancillary applications.
• Works closely with end users to troubleshoot and correct problems relating to applications and assists with conversions and implementations of software products.
• Uses operational knowledge to seek out, research and evaluate a variety of solutions to provide end users with high quality, efficient products.
• Maintains and supports specified installed application software products.
• Provide daily support for EHR/EHR-related applications (Meditech) under guidance from senior staff.
• Under direct supervision, designs, documents, builds and modifies the complex critical applications in order to best meet the needs of the organization.
• Learns, develops, and maintains competency in the assigned application or technical area.
• Understands application impacts within the clinical and/or the business departments and resources.
• Data entry or review of information details.
• Other duties as assigned or required.

HIPAA: This position will have access to the Protected Health Information described below, in order to carry out the duties related to the position at Hays Medical Center, based on the following criteria:

• Primary - required (routine) to do the job;
• Secondary - required for the job, but mostly by exception; and
• None - no approved access

Description of Information:

• Primary
  • Coding Information (clinical information that is in (alpha) numeric format): ICD-9 Codes, Rev Codes, CPT Codes
  • Clinical Information (information that describes a patient's health status): Diagnosis, Reports/Medical Notes, Test Results, Problem List, Procedures, History and Physical
  • Patient Demographic Information (information used to identify a person): Name, Date of Birth, Address, Race, Marital Status, Religion
  • Financial Information/Insurance (information related to insurance, billing, and payment): Billing Information, Payer Name, Payer ID, Account Balances, Plan Elements Covered, Payment Information, Payment Rates

Infection Control: This position will include initial and ongoing training in dealing with infection control. Training could include, but is not limited to, blood-borne pathogens, bodily fluids, and biohazardous materials, as it applies to your daily work environment.

Patient Interaction: No contact